AccountId: 011433970860
ContactId: 7510b541-acf2-464c-9a2e-6efbb6228828
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228339 ms
Total Talk Time (AGENT): 94426 ms
Total Talk Time (CUSTOMER): 86136 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/7510b541-acf2-464c-9a2e-6efbb6228828_20250529T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer service. How are you, dear?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][POSITIVE] I'm good, I'm good. Ms. [PII], I have a provider on the phone. Her name is [PII]. I see y'all are getting back to back to back calls. That's why I'm laughing. I'm sorry. Like, bless y'all, not not laughing at you like just, oh my goodness. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. It's OK.
[CUSTOMER][NEUTRAL] Uh, this is policy number 2559742. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's going on with her?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh, they just want benefits on her.
[AGENT][NEUTRAL] Oh, OK. And has she been verified?
[CUSTOMER][NEUTRAL] She has I verified her date of birth and her address, so we're good. And do you want the callback number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and um oh you said [PII] already yes the callback number.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Alright, [PII]. OK, I'm ready.
[CUSTOMER][POSITIVE] Yes, too. Thank you. Have a good day, [PII].
[AGENT][POSITIVE] You too. All right.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hi [PII], my name is [PII]. I'm with the customer care team. How are you?
[CUSTOMER][POSITIVE] Good thank you.
[AGENT][NEUTRAL] That's good. And [PII] was telling me that you need benefits for the insured?
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][NEUTRAL] Alright, hold on one moment. I'm just pulling up the policy here. So this is a hospital indemnity policy and what type of benefits were you looking for?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Short term observation in the hospital outpatient.
[AGENT][NEUTRAL] In the ER or admission?
[CUSTOMER][NEUTRAL] She, she came in she went to and through the ER and Neo show and was transferred up here from Neo show so it wasn't directed me here.
[CUSTOMER][NEUTRAL] She's the observation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The reason I'm asking is just so that I can quote the benefits for you. For the emergency room, the policy will pay up to $50 per visit twice per calendar year.
[AGENT][NEUTRAL] If she was admitted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the policy will pay up to 5.
[CUSTOMER][NEUTRAL] She's admitted for observation.
[AGENT][NEUTRAL] Up to $500 per calendar day, um, with one day per calendar year, I'm sorry.
[CUSTOMER][NEUTRAL] Just pays up to $500.01 time a year.
[AGENT][NEUTRAL] Yes, um, if she does become, um, any confinement, we will pay up to $50 per day with a max of 30 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the effective date?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, and there's no deductible and no preset required?
[AGENT][NEUTRAL] Right, not on the, not on this policy, no, ma'am.
[CUSTOMER][NEUTRAL] OK, could I get a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and again, that's [PII], first initials of my last name is [PII].
[CUSTOMER][POSITIVE] Alright thank you much, [PII].
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, ma'am, that's all I needed. Thank you.
[AGENT][POSITIVE] Alright, have a good day, [PII]. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] You too mhm bye bye.